Company Description

　　Fairmont Pittsburgh, a 4 diamond LEED certified luxury hotel, is located at the heart of Pittsburgh’s business, cultural and retail hub.  Fairmont Pittsburgh offers superb and distinctive guest services and accommodations in a luxury setting.

　　Drawing from Pittsburgh’s rich history, fl.2 showcases a wide selection of local beers, craft cocktails, and an elevated Modern American menu with unique signature items that have the power to transform guests into regulars. Vibrant and inviting, the restaurant and bar offers a space that allows for an open, airy atmosphere with a modern framework incorporated with architectural elements.

　　Job Description

　　The Royal Service Supervisor coordinates services with the guests and between all departments. Royal Service Supervisors are at the heart of our communication system, experts in all areas able to manage the call center functions and provide seamless service for our guests and colleagues.  This position requires a service professional with excellent organizational, analytical, and motivational skills with a very high degree of follow-up on assigned tasks.

　　What You Will Be Doing:

　　Responsible for all PBX and dispatch functions in the hotel including internal and external calls, voicemail, etc.

　　Is an expert in Front Office, Housekeeping, POMEC, In-Room Dining, Food and Beverage Operations as they function as the call center of the hotel

　　Perform Quality Assurance Checks to identify trends and areas of opportunity

　　Assist with room checks and warming as required

　　Consistently offer professional, engaging and friendly service

　　Resolve guest issues and inquires

　　Monitor and respond to guest inquiries via hotel text messaging platform, ensuring 24 hour accessibility and response.

　　Track and coordinate Loyalty Amenities for Accor loyalty members to maintain compliance with corporate standards

　　Enter, track and dispatch Engineering work order requests

　　Handle Housekeeping dispatch, restaurant reservations and Lost and Found

　　Provide seamless In Room Dining order taking – fully knowledgeable in the menus and the operation

　　Utilize Royal Service Manager for all calls and requests to ensure trend tracking

　　Create internal tickets for guest issues or complaints, while monitoring tickets for follow up and immediate resolution

　　Generate ACDC arrival reports

　　Handle all telecom requirements and equipment

　　Review daily reports, arrival, VIP, group following up on action items

　　Build strong rapport with support departments

　　Administer wake up calls

　　Other duties as assigned

　　Qualifications

　　Your Experience and Skills Include:

　　Ability to work all shifts including overnights, weekends, and holidays

　　Previous experience in Front Office operations or PBX operations in a luxury setting an asset

　　An operational knowledge and proficiency in Front Office Systems-Micros-Fidelio and Microsoft Office suite (Word, Excel, PowerPoint)

　　Excellent written/verbal communication, coaching and interpersonal skills

　　Ability to solve problems and make rational decisions.            

　　Strong guest service orientation, utilizing creative thinking

　　Excellent follow-up and ability to work as part of a large, diverse team

　　Able to balance a variety of conflicting priorities while providing guest service

　　We are a dog-friendly property, comfortability to work around animals and animal dander is necessary.

　　Frequent walking and standing during shift

　　May occasionally exert up to 25 pounds lift, carry, push, or pull objects

　　Must have proof of valid U.S. work authorization.

　　Additional Information

　　What is in it for you:

　　Competitive salary and flexible benefit plans

　　Generous PTO allowances

　　Employee rates at Accor properties in NCA region

　　Learning programs through our Academies

　　Opportunity to develop your talent and grow within your property and across the world!

　　Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21 and WATCH

　　Our Commitment to Diversity & Inclusion

　　Fairmont Pittsburgh is an equal opportunity employer.  We are an inclusive company and our ambition is to attract, recruit, and promote diverse talent.

　　Why work for Accor?

　　We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

　　By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

　　Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS #INDHP

　　All your information will be kept confidential according to EEO guidelines.